We make every effort to ensure that your baggage arrives at your destination without any mishaps. Despite this, and for reasons beyond our control, baggage can sometimes be delayed or arrive damaged. In such cases, we would like to apologize for the incident and we will do our best to resolve it.
In the event of damaged baggage (container or contents), here is what you can do:
Are you still at the airport? Go to the "baggage assistance" counter at your arrival airport to file a baggage damage report.
Have you left the airport? You have a period of 7 days from your arrival date or the date you received your baggage to report it by going to the airport with the damaged baggage AND/OR by sending a written claim to RAM.
To submit a claim regarding your damaged baggage, we invite you to use our online form.
An acknowledgment of receipt containing your request reference will be sent to you automatically.
In the event of damage to the container (suitcase/bag):
- The Damage Report issued at the airport upon arrival (DPR)
- The baggage identification tag stub (Tag)
- A photo of the damaged baggage
- The original purchase or repair invoice for the damaged baggage
- Bank account details (IBAN/RIB)
In the event of damage to the contents:
- The Damage Report issued at the airport upon arrival (DPR)
- The baggage identification tag stub (Tag)
- A detailed inventory letter of the damaged items, along with invoices for the mentioned items or a dry cleaning invoice
- Bank account details (IBAN/RIB)